Call Abandon Rate

Date created: May 29, 2019  •   Last updated: Feb 24, 2022

What is Call Abandon Rate?

Call Abandon Rate is the percentage of people who hang up before they are able to reach an agent. Abandon Rate is very closely related to Average Time to Answer.

Alternate names: Abandon Rate

Call Abandon Rate Formula

ƒ Count(Abandoned Calls) / Count(Total Inbound Calls)

How to calculate Call Abandon Rate

If your inbound call center receives 1,000 calls each day and 25 are abandoned, your Abandon Rate is 2.5%.

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What is a good Call Abandon Rate benchmark?

Abandon Rates of between 5 and 8% are considered normal. However, based on time of day and industry, rates can reach as high as 20%.

How to visualize Call Abandon Rate?

A line chart can help you optimally visualize your Call Abandon Rate data by letting you see how this metric trends over time. You can then adjust your strategy to meet your goals.

Call Abandon Rate visualization example

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Call Abandon Rate

Line Chart

Here's an example of how to visualize your Call Abandon Rate data in a line chart over time.
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Call Abandon Rate

Line Chart

Here's an example of how to visualize your Call Abandon Rate data in a line chart over time.

More about Call Abandon Rate

In call centers, callers often hang up before they reach an agent. This could be due to overly long wait times or a faulty automated queue setup. Regardless of why, a high Abandon Rate can negatively impact customer satisfaction and reduce customer retention rates. It's important to monitor this metric closely so it doesn't exceed the target threshold.